Out of Soup: Resolving Customer Complaints in Hospitality Management
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
A customer orders two bowls of soup at a Neighborhood chain restaurant and after paying is informed that the store is out of one of the soups. The customer refuses a different variety of soup and insists she needs the original soup choice. The soup will be available again in one hour. What should the Neighborhood chain restaurant do?
Keywords
Citation
Redding, T. and Chen, P.-J. (2017), "Out of Soup: Resolving Customer Complaints in Hospitality Management", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 127-131. https://doi.org/10.1108/S1871-317320170000014022
Publisher
:Emerald Publishing Limited
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